Resume

JOAN P TAYLOR

**** ****** **. ***. **** Bossier City, La. 71112

(918)991-89638

ac0d2g@r.postjobfree.com

SUMMARY

I am a customer service professional with 13 years of experience within the telecommunications industry. Over the years, I have accumulated a vast knowledge of web applications, operating systems, software, and networking skills. It is my goal to continue to assist clients with resolutions in all their endeavors. I have excellent communication and interpersonal skills, with the capacity to multitask under pressure while exceeding both customer and company expectations.

HIGHLIGHTS

Troubleshooting proficiency

Exceptional Telephone Etiquette

Patient and Diligent

Vast Technical knowledge

Windows XP/Vista/Windows 7/Windows 8/Windows 10

Microsoft Office 2010 and 2013

Macintosh

Data Analytics

Passion for best in class service

ACCOMPLISHMENTS

Exceeded monthly goals by successfully handling more than 120 phone calls per week while performing superior work under the pressure of rigid deadlines.

Goals of R30 and R3 (which imply how many customers had to call back within a 30 day or 3 day period) has been consistently within limits.

Worked at a supervisor level during much of my time with AT&T, assisting agents with troubleshooting, taking supervisor calls and aiding my managers with various projects.

Have successfully completed all training put forward to me including a Microsoft Office class.

WORK EXPERIENCE

AT&T Nov. 13th 2007 – Present

3115 Dee St. Shreveport La. 71105

(318)***-****

Customer Assistant

Work with customers one on one, resolving issues that the customer has with their DSL internet service with heart felt empathy to every customer complaint and explaining the nature of the problem to the customer in non-technical terms, drawing on a basic knowledge of network elements, trouble conditions, and equipment failures.

Take an average of about 23 calls a day which range with a myriad of issues and deals with customers who may be irate or difficult. Strong skills in courtesy and pleasant tone of service are required in handling these contacts.

I take supervisor calls and assist other agents with troubleshooting steps and take supervisor call as needed. I provide direction with databases and various other areas that I have an expertise in that others may not.

Have worked with almost all email clients, Microsoft Windows, Outlook and Outlook Express, Apple mail and Thunderbird.

US SUPPORT COMPANY Oct. 14th 2004 – Nov. 10th 2007

5800 W. Bert Kouns Ind. Loop

Shreveport La. 71129

(800)***-****

Customer Service Representative

Handled outbound issues with orders for AT&T’s DSL services.

Contacted customers with their due date, troubleshot and corrected problems with errors on orders.

Worked over 100 interactions a day. I also worked in escalations department resolving problems with orders and researching orders to confirm the validity of the orders and to make sure there were no errors on the orders that needed attention.

Contacted provisioning offices to modify and update orders. The last year of service with US Support I took inbound calls and assisted cable customers – troubleshooting and resolving connections problems.

Resolved and corrected billing problems, placed orders resolved problems with orders, etc.

Innovatively created a template to increase productivity.

EDUCATION

Bossier Parish Community College – Bossier City, La. 71111

Kept over a 3.33 GPA while at BPCC.

Major in Education, did not graduate, but have 52 college hours.

REFERENCES provided on demand

AWARDS and certificates provided on demand

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